customer service

Marketing blogger Joseph Jaffe’s new book. “Flip The Funnel” preaches some of the same new religion we do at Consumerist and uses as examples some of our favorite stories, like United Breaks Guitars and boogers in the Domino’s. Joe is all about how customer service should be the first thought, not an afterthought. He warns how if companies don’t stop being like Delta and start being like Zappos, if you don’t make retention the new acquisition, social media will kill you. I like Joe’s rap and I happily agreed to pen the forword, and I thought I’d share the results with you: